Fri.Feb 05, 2021

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Learn From West Elm’s Missed Opportunity

Heart of the Customer

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

CX 159
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How to Build the Business Case for Customer Success

Totango

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Demonstrating the value of Customer Success to executives is crucial.

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Report: Over the Top (OTT) Support

Zendesk

With on-demand video more popular than ever, over the top (OTT) companies need to keep up with increased competition — and rising customer expectations, This free data-driven report looks at what streaming services can do to increase engagement and earn customer loyalty. Learn more about the OTT industry by the numbers. 80% of U.S. customers use at least one video streaming service. 25% of customers sign up for free trials or discounted rates. 35% of customers leave when those free trials or spe

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CX roadblocks: customers, contact center agents, and its healing hermit

Knowmax

CX roadblocks: customers, contact center agents, and its healing hermit.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Managing Support Rep Shifts in Sugar Serve

SugarCRM

Planning and updating shifts can be complicated. When it comes to customer support, you need to ensure that you always have support representatives available. This requires increased shift planning and management capabilities. Sugar Serve ‘s two shift-planning modules, the Shifts and Shift Exceptions modules, can help you better manage your support representatives and maintain high customer satisfaction levels.

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Building a culture of inclusion: 5 steps IT leaders can take

Qualtrics

IT leaders are uniquely positioned to partner with their HR teams and really move the needle on DEI programs. Here’s how. Over the last decade, we have seen how critical high function technology teams are to the success of an organization. IT leaders across the globe are discovering that diversity, equity, and inclusion are the key to unlocking innovation in their teams, but they have the potential to play a much greater – and unique – role to ensure the whole organization benefits from these at